Computer Support Specialist

Galapagos Federal Systems LLC.•Austin, TX

3d•$85,000 - $95,000•Onsite

About The Position

Galapagos Federal Systems, LLC is seeking a skilled and customer-focused Computer Support Specialist to join our team. This is an exciting opportunity to work in a collaborative, mission-driven environment supporting critical operational and technical requirements. The Computer Support Specialist is responsible for providing advanced technical support to end users by diagnosing and resolving hardware, software, and system-related issues. Key responsibilities include configuring, imaging, deploying, and maintaining computer systems, peripherals, and associated equipment to ensure reliable and efficient operations. In this role, you will also support users through technical guidance and training in hardware, operating systems, and common business applications, including printing, word processing, email, and other productivity tools. The ideal candidate possesses strong troubleshooting skills, excellent customer service abilities, and a commitment to delivering timely and effective technical solutions.

Requirements

Active Secret Security Clearance with the ability to maintain clearance throughout employment
4+ years of experience providing desktop support, PC maintenance, or end-user technical support in an enterprise environment
Experience delivering Tier II/III technical support and resolving complex hardware, software, and system issues
Strong knowledge of desktop and laptop hardware, Microsoft Windows operating systems, and enterprise software applications
Proficiency with IT Service Management (ITSM) platforms, ticketing systems, and remote support tools
Experience supporting Microsoft Office Suite applications, particularly Microsoft Outlook
Familiarity with NIPRNET and SIPRNET environments and DoD information technology support practices
Knowledge of remote access technologies, including VPNs, CAC/Smart Card authentication, wireless connectivity, and mobile computing solutions
Experience supporting cybersecurity initiatives, including IAVA remediation, system patching, vulnerability management, and compliance activities
High school diploma/GED
IAT II certifications as specified in DoD 8570.01-M and BBP 05-PR-M-0002
Must be a U.S. Citizen.

Nice To Haves

MS Desktop Support Technician or equivalent certification

Responsibilities

Provide Tier II/III technical support to end users by diagnosing, troubleshooting, and resolving complex hardware, software, operating system, and system-related issues
Manage help desk requests, incident reports, and service tickets, ensuring timely resolution, accurate documentation, and appropriate escalation of unresolved issues
Respond to user support requests through automated ticketing systems (e.g., Remedy, ITSM) and remote support tools while maintaining high levels of customer service and responsiveness
Install, configure, image, deploy, maintain, troubleshoot, relocate, and repair desktops, laptops, printers, handheld devices, and other peripheral equipment
Configure and support Microsoft Windows operating systems, Microsoft Office applications (with emphasis on Outlook), and NCES products
Provide on-site support for NIPRNET and SIPRNET environments, ensuring mission-critical systems remain operational and prioritizing support for senior leadership and command personnel
Perform user account administration, including password resets, access management, permissions support, and Identity and Access Management (IAM) activities
Support network connectivity and remote access technologies, including Wi-Fi, VPNs, AirCards, CAC/Smart Card readers, Outlook Web Access, and related communication tools
Deploy, maintain, and update Army Golden Master-approved desktop images and office automation software in accordance with organizational standards
Conduct routine system maintenance, software installations, updates, patches, backups, and hardware lifecycle management activities
Maintain accurate hardware and software inventories and ensure accountability and tracking of assigned IT assets
Monitor, track, and report ticket status, system performance metrics, and support trends to leadership
Analyze recurring technical issues, identify root causes, and recommend corrective actions and process improvements to enhance system reliability and user satisfaction
Support collaborative technologies and mission-support applications, including Jabber, DCO Connect, Google Earth, and other operational tools
Develop, document, and implement IT support procedures while ensuring compliance with cybersecurity requirements, organizational policies, and security regulations
Collaborate with network engineers, system administrators, cybersecurity teams, and other stakeholders to support projects, system upgrades, and complex troubleshooting efforts
Provide daily system status updates and promptly escalate mission-impacting incidents, outages, and cybersecurity concerns to leadership